League Connect 2023: building a next-gen healthcare CX strategy

Preparations are underway for League Connect 2023, healthcare’s premier consumer experience (CX) transformation event, which will take place via global livestream on February 9. The event will bring together leaders and innovators in healthcare and tech to discuss the future of care delivery and digital transformation.  

CX transformation has revolutionized the healthcare industry in the last decade as innovations such as real-time chat, text reminders and digital front door solutions have become more widely used. Despite this progress, the healthcare industry still has a long way to go to achieve the level of personalized, omnichannel digital health experiences that consumers have come to expect. 

In a 2021 survey of technology executives at 25 health systems by Deloitte Insights, 60% of respondents said that their organizations were halfway or less through their digital transformation journeys, with 40% reporting that their organization lacked a well-defined strategy. Additionally, over half of respondents predicted that their organizations’ digital transformation would take at least three more years to complete.¹

Why healthcare organizations need a CX strategy

While CX transformation can be a considerable undertaking, the benefits are significant: research by McKinsey & Company and Forrester shows that companies that lead in CX personalization increase their revenue by up to 15% and that improving CX by one point can lead to more than $1 billion in additional revenue.^2,3 

CX transformation improves customer loyalty and retention, employee satisfaction and more. To reap these benefits, however, it’s critical that healthcare organizations implement researched and proven strategies to transform their CX. According to Deloitte Insights, company leadership, management of implementation, culture, communication ownership and transparency are key factors that dictate the success of a digital transformation strategy.¹

At League Connect 2023, healthcare leaders and innovators will discuss CX transformation tactics, including shifting the healthcare industry mindset from treatment to prevention, core elements of CX transformation strategy and how CX transformation can differentiate healthcare organizations from their competitors.

League Connect 2023: strategy track

Virtual guests will have the opportunity to attend the following discussions to learn more about building a next-gen healthcare CX transformation strategy:

Investing in CX strategy to drive loyalty and profitability

With new entrants bringing digital-first expertise to the healthcare marketplace, organizations across the industry are focused on transforming CX to stand out amid this disruption. CX transformation is no longer an option but a must for organizations that wish to retain patients and members and remain competitive in the modern era. Join this fireside chat to hear industry executives explain how organizations can leverage their digital transformation strategy to differentiate themselves in the market, increase loyalty and drive profitability.

When: 10:30-11:30am EST

Tech-enabling the workforce to tackle talent shortages

From doctors and nurses to IT departments, healthcare has been struggling with personnel shortages for years. At the same time, demand for care is on the rise as baby boomers require more care and services. Organizations that fail to address workforce issues will be unable to deliver consumer health experiences to improve access and engagement. In this fireside chat, workforce experts will discuss how C-suite leaders can leverage technologies to improve workforce planning, make care more accessible and empower consumers to manage care across multiple channels — all to effectively leverage the workforce.

When: 12:00-12:30pm EST

Building humanity into digital and clinical healthcare experiences

Individuals are far more compelled to engage in healthy behaviors or change unhealthy habits when offered an incentive. We’ll hear from speakers whose organizations have demonstrated the power of incentivization with real-world results. Experts will exchange perspectives on the ways healthcare entities are striking novel partnerships with such organizations to harness user-generated data in relatively new ways. 

When: 3:00-3:30pm EST

Additional content tracks: partnerships and action

Strategy is one of three key content tracks at League Connect 2023. The others will feature sessions about partnerships and action. Virtual registrants will also have access to Main Stage discussions with six-time New York Times best-selling author Malcolm Gladwell, Mark Cuban Cost Plus Drug Company’s CEO Alex Oshmyansky and Google Cloud’s Global Lead of Health Plan Solutions Amy Waldron, as well as speakers from organizations including Providence, Highmark Health, Moderna, Salesforce, Uber and more.

¹Source: Digital Transformation: From a Buzzword to an Imperative for Health Systems; Deloitte Insights (2021)

²Source: The Future of Personalization — and How to Get Ready for It; McKinsey & Company (2019)

³Source: Improving Customer Experience by One Point Can Drive More Than a Billion Dollars in Revenue; Forrester (2020)